CrestApps Omnichannel Management (CRM)

Feature Name	Omnichannel Management
Feature ID	CrestApps.OrchardCore.Omnichannel.Managements

Provides way to manage Omnichannel Contacts.

Overview

The CrestApps.OrchardCore.Omnichannel.Managements module is a lightweight Customer Relationship Management (CRM) experience built on Orchard Core.

It provides the admin tools you need to manage contacts, define subject-level flows, group work under campaigns, and run activity-driven processes (manual or automated) across channels such as SMS, email, and phone.

Core concepts

Contact

A Contact is any content item that has OmnichannelContactPart attached.

This lets you model customers/leads however you want (name, phone, email, account fields, custom fields, etc.).

Subject ("the nature of the interaction")

A Subject is any content type with the OmnichannelSubject stereotype.

Subjects are used to describe the nature of the interaction and to define the data you want agents (human or AI) to capture during the interaction. You can add any fields, parts, or custom data to the subject.

Disposition

A Disposition is the outcome of an activity (e.g. Completed, FollowUp, DoNotCall, Scheduled, Sold).

Dispositions are a key building block for controlling what happens next via subject actions. Disposition names are unique and become fixed after creation so subject-flow mappings stay stable.

Campaign

A Campaign is now used primarily for reporting, grouping, and business outcome tracking.

Campaigns no longer define the interaction type, channel, channel endpoint, or disposition-driven flow logic. Those settings now live on the subject flow so different subjects inside the same campaign can behave differently.

Subject Flow

A Subject Flow defines how a specific OmnichannelSubject content type behaves.

Each subject flow stores:

• the campaign association used for reporting and grouping
• the interaction type (Manual or Automated)
• the communication channel
• the channel endpoint used for automated work
• the subject actions that run for each disposition

When the AI feature is enabled, the subject flow editor also adds AI-specific settings for:

• the chat AI profile
• the subject goal
• the initial outbound prompt pattern
• AI update permissions for the contact and subject

Subject Action

A Subject Action links a disposition to an action type and defines what happens when an activity is completed with that disposition for a given subject type.

Each subject can have multiple actions per disposition, and each action has its own parameters.

Available action types:

Type	Description
Finish	Completes the task. No additional actions are taken.
Try Again	Creates a retry activity with the same details and an incremented attempt count. Configurable parameters: max attempts, urgency level, assigned user, default schedule hours.
New Activity	Creates a brand new activity, optionally targeting a different subject type. The new activity resolves its campaign, interaction type, and channel settings from the target subject flow.

Communication preferences: Every action type can optionally set Do-Not-Call, Do-Not-SMS, Do-Not-Email, and Do-Not-Chat flags on the contact when executed.

Activity

An Activity is a task to be completed for a contact.

• Manual activity: A user completes the activity in the UI, adds notes, and selects a disposition.
• Automated activity: An AI agent completes the activity through the configured channel.

When an activity is completed, the user selects a disposition and is shown a preview of the subject actions that will execute. Actions that create follow-up activities allow the user to adjust the schedule date before submitting.

Activity Batch

An Activity Batch defines filters to find contacts and then loads activities in the background.

The batch loader runs as a background process to avoid overloading the system and to allow loading large contact lists safely.

Getting started (recommended order)

1) Enable required features

In Orchard Core Admin:

1. Go to Tools → Features.
2. Enable:
   • Omnichannel
   • Omnichannel Management
   • (Optional) SMS Omnichannel Automation if you want AI/SMS automation

2) Create your Contact content type

1. Go to Content → Content Definition → Content Types.
2. Create a new content type (e.g. Contact).
3. Attach OmnichannelContactPart.
4. Add any fields/parts you need (phone number, email, lead status, custom fields, etc.).
5. Create/import contact items.

If you use the built-in PhoneNumberInfoPart, the Number field is a PhoneField (from CrestApps.OrchardCore.ContentFields) that stores the phone number in E.164 format alongside the ISO country code, so the correct country flag is always displayed when the field is edited again.

When a content type includes OmnichannelContactPart, the module now enforces two code-controlled omnichannel surfaces:

• OmnichannelContactPart stores the contact-level communication compliance flags (DoNotCall, DoNotSms, DoNotEmail, DoNotChat) and their UTC timestamps.
• A fixed ContactMethods bag part is added automatically and reserved for ContactMethod stereotype items so imports, exports, indexing, and activity-batch loading always read phone numbers and email addresses from a known location.

Do not rename or replace the ContactMethods bag in custom definitions. Instead, add or extend content types with the ContactMethod stereotype (such as EmailAddress and PhoneNumber) so they can be stored there consistently.

The management feature depends on OrchardCore.Flows so the enforced ContactMethods bag renders with the standard Orchard bag editor when you edit a contact content item. The bag is injected during Orchard's content-type definition build pipeline, so content types that attach OmnichannelContactPart always materialize with the named ContactMethods bag even when the stored type definition does not yet include it.

OmnichannelContactPart also includes configurable part settings in the content-type editor:

• Require time zone is enabled by default and forces editors to choose a lead time zone before the contact can be saved.
• Use Do not call is enabled by default and controls whether the contact editor shows the Do not call preference.
• Use Do not SMS, Use Do not chat, and Use Do not email are disabled by default and can be enabled individually when that contact type should track those communication preferences.

Import and export contact methods

Omnichannel contact imports and exports integrate with Content Transfer.

• exports write the first available contact-method entries to Email, Cell Phone, and Phone workbook columns
• exports also write DoNotCall, DoNotCallUtc, DoNotSms, DoNotSmsUtc, DoNotEmail, DoNotEmailUtc, DoNotChat, and DoNotChatUtc
• imports can recreate those values as contact-method content items inside the ContactMethods bag
• imports and exports include TimeZoneId, and imports can infer that IANA time zone from the normalized phone number when the file does not provide one explicitly
• imports can populate the same DNC/compliance columns directly onto OmnichannelContactPart
• duplicate filtering can ignore rows that repeat a previously imported phone number, while still allowing updates when the imported row already targets the owning ContentItemId
• when a row targets an existing ContentItemId, the imported column values overwrite the mapped omnichannel fields on the new latest version of that content item
• do-not-call filtering can skip rows whose phone numbers are registered on one or more configured registries
• imports can normalize national-format phone numbers to E.164 by using the selected lead country before duplicate checks, before DNC registry lookups run, and before contact-method storage runs
• channel endpoints now normalize valid phone numbers to Orchard Core's international +<country code><number> format before saving, so SMS and phone campaigns compare the same canonical value
• contact publish and update operations now keep the omnichannel contact indexes in sync automatically

Use Settings -> Import Content Settings to enforce DNC checks globally for imports, and use Settings -> DNC Registries to configure provider access for registries such as USA FTC Registry and Canada LNNTE-DNCL Registry. See DNC Registry for setup details, credential requirements, and extension guidance.

When the import file is not already using E.164 phone numbers, select the default country represented by that file in the import UI. Files for content types with OmnichannelContactPart should contain leads from one country per file unless every phone number is already expressed in E.164. The picker mirrors the Local DNC country list, shows each option as Country (+calling code), and is required before the import can start so phone normalization always has region context.

3) Create your Subject content type

1. Go to Content → Content Definition → Content Types.
2. Create a new content type.
3. Set stereotype to OmnichannelSubject.
4. Add any fields/parts you want the agent to capture during the interaction.

4) Create Dispositions

1. Go to Interaction Center → Dispositions.
2. Create dispositions that represent outcomes (e.g. Follow up, Not interested, Sold).
3. After a disposition is created, you can still change its description, but its name remains read-only.

5) Create a Campaign

1. Go to Interaction Center → Campaigns.
2. Create the campaign name and description.
3. Save the campaign.

6) Configure Subject Flows

After creating your subject content types and campaigns, go to Interaction Center → Subject Flows.

1. Review the list of content types with the OmnichannelSubject stereotype.
2. Click Configure next to a subject.
3. Select the campaign used for reporting and grouping.
4. Select the interaction type and channel.
5. If the subject uses automated interactions, configure the channel endpoint.
6. If the AI feature is enabled, automated subject flows also expose the AI profile, subject goal, and initial outbound prompt pattern fields.
7. Save the subject flow.

7) Manage Flow

After saving the subject flow, click Manage Flow from the Subject Flows list.

1. Click Add Action.
2. Select an action type (Finish, Try Again, or New Activity).
3. Choose a disposition and configure the action parameters.
4. Repeat to add multiple actions per disposition or for different dispositions.

Example setup:

Disposition	Action Type	Notes
Follow up	Try Again	Max 3 attempts, schedule 24 hours later
Not interested	Finish	Sets Do-Not-Call flag on contact
Sold	New Activity	Creates a new activity that targets the Onboarding subject
Sold	Finish	Completes the current workflow

Subjects without any actions show a Missing flow badge in the Subject Flows list so you can find incomplete setups quickly.

8) Create and Load an Activity Batch

1. Go to Interaction Center → Activity Batches.
2. Create a new batch:
   • Select contact type
   • Select subject type
   • Assign users
   • Optionally set lead created range filters
3. Click Load.

The batch runs in the background and loads activities incrementally. Loaded activities use the selected subject's flow configuration to resolve the campaign, interaction type, channel, and channel endpoint.

9) Complete Activities

1. Open an activity from the activities list.
2. Review the contact and subject details.
3. Select a disposition from the dropdown.
4. A preview appears showing what actions will execute (for example, Try Again with a schedule date or New Activity targeting another subject).
5. Adjust the schedule dates if needed.
6. Click Complete to save and execute the subject actions.

Scheduled activities list

Navigate to Interaction Center -> Activities to review scheduled omnichannel work at Admin/omnichannel/activities.

The scheduled activities list now includes a Time zone filter alongside the existing urgency, subject, channel, and attempt filters so agents can narrow work to leads in call-safe regions. Activity summary rows also display the contact's current local time when a lead time zone is stored, and the tooltip shows the full local date/time plus the IANA time zone id so agents can confirm whether the lead is ahead of or behind their own day before opening or completing the activity.

Bulk Activity Management

The Manage Activities page provides a centralized interface for performing bulk operations on NotStarted manual activities.

Accessing the page

Navigate to Interaction Center → Manage Activities in the admin menu. This page is available to users with the Manage Activities permission.

Route: Admin/omnichannel/manage-activities

Filters

The filter panel groups fields into Contact filters and Activity filters so managers can narrow the result set quickly.

Contact Filters

Filter	Type	Description
Contact status	Select	Filter by published or unpublished contacts

Activity Filters

Filter	Type	Description
Attempts	Select	Filter by the current attempt number. Values 0 and 1 both mean no attempt, and 2 means the second attempt.
Subject	Select	Filter by subject content type
Channel	Select	Filter by communication channel (Phone, SMS, Email)
Assigned to users	User picker	Filter by one or more assigned users
Urgency level	Select	Filter by urgency level (Normal, Low, Medium, High, etc.)
Scheduled from	Date	Filter activities scheduled on or after this date
Scheduled to	Date	Filter activities scheduled on or before this date
Created from	Date	Filter activities created on or after this date
Created to	Date	Filter activities created on or before this date

The assigned-user filter is displayed on its own row to make multi-user searches easier to manage, and it searches across all users instead of only agent-role users.

Activity rows display an urgency icon so managers can identify priority visually at a glance.

Bulk Actions

Use the Bulk actions card to choose an action and its scope:

• Apply the action to the activities selected on the current page
• Apply the action to all matching activities returned by the current filter

The page also includes a Page size selector so managers can review more than the default number of results at once.

Action	Description
Assign	Assign activities to one or more users. When multiple users are selected, activities are evenly distributed (round-robin).
Reschedule	Set a new scheduled date for all selected activities.
Purge	Change the status of selected activities to Purged. This cannot be undone.
Set Instructions	Set instruction text for all selected activities. Instructions are notes the agent reads before completing the task.
Set Urgency Level	Update the urgency level for all selected activities.
Change Subject	Change the subject content type for all selected activities.